Advanced Services Engineer - US

Fort Lauderdale, Florida, United States | Advanced Services | Full-time

Imagicle designs and develops software applications that enhance the modern Unified Communications & Collaboration solutions of the most important vendors in the world, such as Cisco, Microsoft, and Avaya. 
In our history, we brought our solutions to more than 20,000 customers: small businesses, corporations, governments, hospitals, and prestigious hotels. 
We started in Italy together with our partners and we are now almost all over the world. Our applications, used in over 150 countries worldwide, especially in Europe, the Middle East, and North America, help customers to have their communications faster, smarter, and easier. 
Everything starts with the passion to make the customers happy. Always and first of all. 
While we focus on developing excellent solutions, our channel partners support our clients who need help with the services related to the integration of our AppSuite in their environments. That’s why we develop long term relationships with them, providing continuous innovation and a team of professionals, who also like the informality, spontaneity, and never tired of helping them. 
So we all win. First of all our customers. 
It's a magical time to start working in Imagicle. In 2020 we celebrated ten years of the company with excellent financial results, double-digit growth in recent years and an even better outlook for the next years. 
Currently, our team in US team in Fort Lauderdale (FL) counts 6 amazing people, eager to grow with brand new outstanding colleagues. In Imagicle we believe that helping partners and customers in deploying our applications is key to our success. 
That’s why the Advanced Services activities are a growing part of our business and we are building a team with absolutely the best people out there in an international context. 
You’ll be part of a team of local engineers and you’ll respond to the Team Leader located in our office in Fort Lauderdale and to our Manager in Italy. 
As a member of the Advanced Services Team you will be responsible for providing installation and configuration services for the Imagicle Application Suite, either remotely or (occasionally) at the customer site (of course, when the outbreak will end) taking care about the preparation of environments, schedule sessions with resellers/customers and validation/approval of documents, pursuing the Customer Satisfaction. 
Occasionally, you may also work on technical customer support and may be required to be on-call on a rotating basis throughout the year. 
We take care of our people: customers, partners but above all our employees. 
This is why we keep operating in smart working, in the effort to keep our colleagues safe and deliver our apps from home, willing to maintain this policy even after the pandemic.
We want to increase the Advanced Services team to offer an always better service to our customers. Are you up for the challenge?

What you will do in Imagicle 

  • Attending meetings with customers and resellers to collect information, plan the activities, and report updates.
  • Installing and configuring the Imagicle applications in the customer environment, following the best possible practices.
  • Providing training to customers as required.
  • Documenting activities steps.
  • Resolving escalated customer complaints without the need for team lead intervention.
  • Collaborating with our Solutions Specialist team to figure out full requirements and with the R&D team for possible custom configuration to provide.
  • Collaborating with Support team to provide the installed system information and permit a seamless handover.

Required skills 

• A true passion for Computer Science and technology in general  
• English proficiency (spoken/written) 
• Availability to travel in the North America and, occasionally, Latin America 
• Ability to multi-task, prioritize, and manage time effectively 
• Knowledge of Windows Server OS and networking 
• Knowledge of Voice Over IP and Cisco Unified Communications 
• 3+ years experience in IT professional services 

And it would be better if… 

  • you can speak/write in Spanish language
  • you have a scientific master’s degree 
  • you’re experienced with Active Directory or LDAP systems 
  • you’re experienced with any scripting language (batch files, bash, python, powershell,..) 
  • you're familiar with SQL queries 

What you will find 

• An informal environment, where you live in harmony and where we count on you to make it better, because "It's always a matter of happy people" 
• Working with outstanding colleagues, competent and always ready to give a hand 
• Innovative working Cloud tools, to collaborate everywhere 
• Skill improvement with the latest UC and IT technologies 
• The search for continuous improvement of working methods 
• Opportunities that accompany a high growth organization 
• Long-term commitment 
We’re looking for a motivated candidate, fast-learner and with the go-getter philosophy aims to empower our company to provide the best services to our customers and to satisfy their needs.
Imagicle takes care of people regardless of their national origin, race, sex, religion, etc. We love diversity and inclusion and every applicant will receive the same consideration for the position.